Customer Success Manager, Enterprise

As an Enterprise Customer Success Manager, you will be the face of Motive for our largest customers based in Canada. You will be responsible for maximizing the value of the Motive platform through adoption, training, understanding customer goals and objectives, and optimizing workflows. You will be proactively working to achieve and maintain full customer satisfaction for the duration of their product subscription while partnering with Account Managers to drive upsells and renewals. As a member of a fast-paced and tight-knit team, you will help support product and business development to satisfy customer needs along with developing internal tools to help the business gain scale.

This role requires someone who has excellent verbal and written communication skills in both English and French. 

What You'll Do:

• Establish and oversee the customer's continued adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment
• Develop strong working relationships at multiple management levels within the customer accounts including C Suite relationships
• Collaborate with customers and product managers to manage product enhancement requests
• Act as a subject matter expert on customer product features for strategic accounts
• Manage initiatives to increase product adoption and customer satisfaction 
• Continually learn about the needs of the client at all levels by proactively uncovering emerging pain points and expectations to get a more clear picture of how Motive can address problems and create satisfying solutions and outcomes
•  Work collaboratively as part of the customer team by partnering, building plans and communicating with AEs, the Onboarding team, Professional Services, Sales Engineers and other internal colleagues to ensure aligned customer engagement and effective support
• Identify upsell and expansion opportunities in order to grow the NRR for your book while ensuring renewal and retention metrics are exceeded
• Gather intelligence on how customers are using products and determine feature and services that are most valuable to their businesses
• Act as an escalation point for all customer 
• Identify areas for improvement in customer experience in product and processes

What We're Looking For:

• 5+ years of Enterprise Customer Success, Sales or Account Management experience with a proven track record of success
• A customer-centric thinker with a track record of delivering scalable solutions in a high-growth environment
• Demostrated ability to learn new software programs and products while identifying opportunities to use them at their full potential
• Ability to thrive in a high-growth, high-ambiguity environment; setting personal objectives and prioritizing activities based on impact. 
• Exceptional account management skills and project management skills with strict attention to detail
• Problem solver with demonstrated ability to overcome challenges and ambiguity with creative solutions
• Excellent verbal and written communication skills required in both English and French